June 2005 - otrs - OTRS mailing lists

RE: [otrs] Problems w/ getting mail from cron
by West, Bradley G. 23 Jun '05

23 Jun '05

Jen, I seem to recall having a similar problem at one time. Did you try running the CRON jobs as your OTRS user? Check out the last line item on the Chapter 14. Cronjobs of the documentation. It indicates to install these as the OTRS user (su otrs). After installing I had to modify the crontab to do what I wanted (/var/spool/cron/) (Fedora Core 3) I hope this helps. :) Bradley G. West Network/Systems Engineer Spang & Company 412-963-5767 direct 412-696-0333 facsimile bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of jennyw Sent: Wednesday, June 22, 2005 3:34 PM To: otrs(a)otrs.org Subject: [otrs] Problems w/ getting mail from cron I'm using getmail to download e-mail from a pop server to OTRS. Under Debian (Sarge) it worked great; Under SUSE 9.2, it works from from the command line, but not in cron. It's possible this is related to the cron environment being different than the regular one, but I'm not sure what the important difference is. The error: getmail version 4.3.10 Copyright (C) 1998-2005 Charles Cazabon. Licensed under the GNU GPL version 2. SimplePOP3SSLRetriever:it@example.com@mail.example.com:995: Delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) msg 1/1 (1443 bytes), delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) 1 messages retrieved, 0 skipped Here are the lines in PostMaster.pl: 24: use File::Basename; 25: use FindBin qw($RealBin); 26: use lib dirname($RealBin); I did some testing and it seems like when PostMaster.pl is run from the command-line, the value of $RealBin is what would be expected; when it's run from cron, it's unitialized. Any ideas? Thanks! Jen _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS - automatic queue creation?
by Cogley, Rick 23 Jun '05

23 Jun '05

Thanks Christian. Yes, I put some of those in a shell script and tried them, but it messed up my db badly and I ended up reinstalling (luckily I am not in production yet.) I am now rather wary of those scripts, since I don't know whether it was my shell script cramming stuff in quickly, or, a bug in the scripts under 2.0b2. If you look at the list archive, you can see later answers of mine to this same thread. My apologies for the confusion I caused. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (mailto:rick.cogley@esolia.co.jp) Tel: 03-5940-6880 || Fax: 03-5940-6881 || Cell: 090-4423-5475 (Outside Japan, remove leading zero -- +81-3-5940-6880) English: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 7:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - automatic queue creation? Hi Rick, On Thu, Jun 16, 2005 at 02:07:23PM +0900, Cogley, Rick wrote: >Just wondering how I can auto-create queues and system email addresses? Take a look into the "bin" directory of your OTRS installation. There are some otrs.add* scripts. >Can I run the various OTRS perl programs from the command line, and if >so, which one would be used to create queues or system addresses? I think there is no script to create systemaddresses via the commandline :(. >Rick Best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f・ Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 23 Jun '05

23 Jun '05

OK - I put it in bugzilla - http://bugs.otrs.org/show_bug.cgi?id=800 Thanks, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (mailto:rick.cogley@esolia.co.jp) Tel: 03-5940-6880 || Fax: 03-5940-6881 || Cell: 090-4423-5475 (Outside Japan, remove leading zero -- +81-3-5940-6880) English: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 7:04 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite Hello Jan and Rick, On Thu, Jun 16, 2005 at 11:28:59AM +0200, Jan Mariën wrote: >On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: >> Just wondering: is there a setting for use in Config.pm that allows >> you to change the default behavior of the FAQ selection process in >> ticket zoom, where you get the popup and choose a FAQ article from >> the list to enter into your ticket response. The default seems to be >> to overwrite the whole ticket response body, which without notice is >> a bit disconcerting if you have written something in the response, >> and think "oh, and I'll add that FAQ article in here too." >> > > >There is probably no way of doing this the config.pm file, but you can >change the code in one of the template files. I looked at the CVS >code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl > > >search for: (line 160) > parent.opener.document.compose.Body.value = document.spelling.Body.value > parent.opener.document.compose.Subject.value = >document.spelling.Title.value > >replace with: > parent.opener.document.compose.Body.value = >parent.opener.document.compose.Body.value + >document.spelling.Body.value > >It will add the FAQ item at the end of the original message, and leave >the the subject as it was (to not confuse the customer). It is not >tested, but as it is only a small javascript change. no big doubts >about it ;-) Would you please open a bugreport on this on http://bugs.otrs.org and include the code from above? We'll check it and integrate it into a next release. Thanks a lot for your help :)! Best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS Ticket Storage Locations
by Cogley, Rick 23 Jun '05

23 Jun '05

Thank you kindly, Christian. That makes it a lot clearer. I assume these settings are in Config.pm, so I will take a look at the templates. Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 6:59 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS Ticket Storage Locations Hi Rick, On Thu, Jun 16, 2005 at 01:24:54PM +0900, Cogley, Rick wrote: >Sorry, but can someone kindly tell me where in the db and where in the >file system tickets are stored? >I read they are split into their header, and their body, and the body >is what is in the DB. Now I am not so sure where things are. Maybe this short overview helps you ;). OTRS stores every mail (in- and outgoing) as follows: o From, To, Cc, Subject and body o mail attachments o mail 1:1, as received There ar two modules (DB and FS) that store the data from above as follows: Kernel::System::Ticket::ArticleStorageDB: o From, To, Cc, Subject and body -> DB o mail attachments -> DB o mail 1:1, like received -> DB Kernel::System::Ticket::ArticleStorageFS: o From, To, Cc, Subject and body -> DB, because of fulltext search o mail attachments -> FS o mail 1:1 like received -> FS It is possible to switch between the two modules. Each module makes a lookup for the other module. This is needed for example, if the DB module is activated but a attachemnt for is stored in the FS, because the FS module was in use before. Best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ tech mailing list tech(a)otrs.de http://lists.otrs.org/mailman/listinfo/tech > >Please advise. TIA!! > >Kind Regards, >Rick > ><<-<<-<<-<<-<<-<<-<<-<<-<<-<<- >Rick Cogley (rick.cogley(a)esolia.co.jp) > >Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside >Japan, remove leading zero-+81-3-5940-6880) >English: www.esolia.com <http://www.esolia.com/> | Japanese: >www.esolia.co.jp <http://www.esolia.co.jp/> > >Bilingual IT solutions and management firm-eSolia. ><<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting f?r Ihr OTRS System? >=> http://www.otrs.de/ -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f・ Ihr OTRS System? => http://www.otrs.de/

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OTRS - automatic queue creation?
by Cogley, Rick 23 Jun '05

23 Jun '05

Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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OTRS - FAQ Append vs Overwrite
by Cogley, Rick 23 Jun '05

23 Jun '05

Greetings list - Just wondering: is there a setting for use in Config.pm that allows you to change the default behavior of the FAQ selection process in ticket zoom, where you get the popup and choose a FAQ article from the list to enter into your ticket response. The default seems to be to overwrite the whole ticket response body, which without notice is a bit disconcerting if you have written something in the response, and think "oh, and I'll add that FAQ article in here too." If there was a choice perhaps, it would be more intuitive. OTRS dev guys: any ideas or advice on this? Thanks very much. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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OTRS Ticket Storage Locations
by Cogley, Rick 23 Jun '05

23 Jun '05

Hi and greetings from rainy Japan. Sorry, but can someone kindly tell me where in the db and where in the file system tickets are stored? I read they are split into their header, and their body, and the body is what is in the DB. Now I am not so sure where things are. Please advise. TIA!! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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